Tell us about a time when you had to overcome objections from a customer and successfully close a sale.
Sales Consultant Interview Questions
Sample answer to the question
There was one instance when a customer expressed concerns about the price of a product I was selling. I listened attentively to the customer's objections and acknowledged their concerns. Then, I explained the value and benefits of the product, such as its quality, durability, and unique features. I also highlighted how the product would solve the customer's specific needs. By addressing their objections with confidence, providing factual information, and offering discounts on a bulk purchase, I was able to successfully close the sale and secure a long-term customer.
A more solid answer
There was a time when I was selling a high-end computer to a potential customer, and they raised concerns about the price. The customer thought it was too expensive and felt unsure about the value they would get. To address their objections, I took a consultative approach and asked them questions about their specific needs and expectations. Through active listening, I understood that the customer needed a reliable and fast computer for their graphic design business. I then highlighted the powerful processor, high-resolution display, and enhanced graphics capabilities of the computer, all of which were crucial for their work. Additionally, I emphasized the long-term cost savings they would experience from reduced downtime and increased productivity. To further sweeten the deal, I offered them a discounted price on a service package and a warranty extension. By customizing the product solution to their specific needs and offering added value, I successfully closed the sale and gained a satisfied customer.
Why this is a more solid answer:
The solid answer provides specific details about the product, the customer's objections, and the strategies used to overcome those objections. It showcases the candidate's sales expertise by taking a consultative approach, understanding customer needs, and emphasizing the value and benefits of the product. The answer also demonstrates the candidate's negotiation and persuasion skills by offering a discounted price on a service package and a warranty extension. However, it could be improved by mentioning the candidate's knowledge of market conditions and competitors' activities.
An exceptional answer
One memorable experience showcases my ability to overcome objections and successfully close a sale while also highlighting my knowledge of market conditions. I was selling a cutting-edge smartphone to a customer who was hesitant due to concerns about the high price compared to other models on the market. To address their objections, I began by acknowledging their concerns and empathizing with their hesitation. Then, I showcased my market knowledge by explaining how this particular smartphone provided more advanced features, a longer battery life, and a superior camera compared to its competitors. I also highlighted the customer service and technical support provided by our company, which would ensure their satisfaction throughout the product's lifespan. To further persuade them, I offered a limited-time promotion where they would receive additional accessories for free. This incentivized them to make the purchase and also added perceived value to their investment. By effectively addressing their objections, showcasing my knowledge of the market, and offering added value, I successfully closed the sale and gained a loyal customer who later referred several others due to their satisfaction with both the product and the buying experience.
Why this is an exceptional answer:
The exceptional answer provides even more specific details about the product, the customer's objections, and the strategies used to overcome those objections. It goes above and beyond by showcasing the candidate's knowledge of market conditions and how their product compares to competitors. The answer also demonstrates the candidate's ability to build a long-term relationship with the customer by highlighting the customer service and technical support provided. Furthermore, it shows the candidate's results-driven approach by mentioning how the satisfied customer referred others. The answer is comprehensive, persuasive, and engaging. It effectively showcases all the required skills and qualifications mentioned in the job description.
How to prepare for this question
- Familiarize yourself with the products or services offered by the company and understand their unique selling points.
- Research market conditions, competitors, and industry trends to have a broader perspective when addressing objections.
- Develop good communication and active listening skills to understand customer needs and concerns.
- Practice presenting the value and benefits of a product or service in a compelling and persuasive manner.
- Learn negotiation techniques to offer added value or incentives to customers while still being mindful of profit margins.
- Prepare examples of how you have successfully overcome objections in the past, emphasizing specific strategies used and the outcomes achieved.
What interviewers are evaluating
- Sales expertise
- Customer service orientation
- Communication proficiency
- Negotiation and persuasion
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